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Does anybody know when or what triggers an email reply to split into another conversation? We had a user write in through email for some support assistance. Their first two replies were kept in the same conversation but for some reason after these two replies, every new reply by this user opened a new conversation in the inbox.

Hey @user2161​, this is usually because the customer's email client has stripped the headers from emails which Intercom uses to thread replies into a singular conversation.

 

Whenever headers are stripped from the conversation, a new conversation is created because our system does not recognize and match the conversation with the original message. 

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